Refund & Cancellation Policy

1. Scope

This policy covers only the amounts your organization pays Calaix AI: plan subscriptions, add-ons and service fees. Payments that patients make to a clinic for its services follow that clinic's own policy and are handled inside the system with the clinic's returns and credit-note tools.

2. Free trial

Every new organization starts with a full-feature free trial and no payment card is required. Nothing is charged during the trial, so there is nothing to refund for it. We recommend using it to evaluate the system before you pay.

3. Cancelling your subscription

You can cancel at any time — there is no binding contract and no cancellation fee. Your account keeps every feature until the end of the paid period, and no renewal is issued after it.

We do not refund the remaining days of a paid period on cancellation, except in the cases described in sections 4, 6 and 8.

4. 14-day money-back guarantee

If your organization subscribes to an annual or a 24-month plan for the first time and the system is not right for it, we refund the full subscription amount on these conditions:

• The payment is the organization's first prepaid subscription (annual or 24 months), not a renewal of an earlier one.
• We receive the request within 14 days of the payment date.
• The request is sent from the account administrator's email address on file.
• The guarantee is granted once per organization.

5. What is non-refundable

• Monthly subscriptions — you can cancel before the next month with no commitment.
• Renewal payments and the difference paid to upgrade to a higher plan.
• Purchased add-ons, and SMS, WhatsApp and AI credits once added to the account, except as set out in section 6.
• Setup, data-migration and custom-development fees once work on them has started.
• The remaining period of any subscription suspended for breach of the terms of use or misuse of the platform.

6. Price protection on prepaid subscriptions

When you prepay for a year or 24 months, the price of your plan and of software add-ons (such as branches, team seats and backup) stays fixed for the whole paid period.

Consumption packs whose cost we pay to third-party providers — AI packs, SMS, email and storage — may be repriced during the paid period, on these conditions:

• A change happens only when the provider's cost to us has actually risen, and by no more than that rise.
• We notify the account administrator's email at least 30 days before the new price takes effect.
• The price of a pack changes at most once in any 12 months.
• A change is never retroactive: what you paid for and used before it takes effect is unchanged; it applies only to the rest of the period.
• You may decline the change: the affected pack is cancelled from the date the new price takes effect and we refund the remaining period of that pack pro rata. Your subscription and other add-ons continue unchanged.

7. What a refund does to your account

A full refund cancels the period it paid for: the subscription returns to its state before that payment, the launch discount tied to it is released, and add-ons granted with it are withdrawn. Your data stays stored — you can export it or subscribe again later, under the data-retention terms in our Privacy Policy.

8. Billing errors

If you are charged twice for the same invoice, or charged an amount different from the invoice shown to you, we refund the difference in full whenever you find it — the 14-day window does not apply.

9. How to request a refund

Send the request from the account administrator's email to [email protected], or open a support ticket from your dashboard, and include:

• The organization name and the invoice number.
• The reason for the request, so it can help us improve the system.
• We review the request and reply with an approval or the reason for a refusal within 5 business days.

10. How the refund is paid

An approved refund is returned to the same payment method you paid with, through the same payment provider, in the invoice currency. It includes the VAT paid on that amount. When it appears on your statement depends on the payment provider and your card issuer, and may take several business days after we process it.

11. Your statutory rights

Nothing in this policy limits any right granted to you by the law applicable in your country. Where a clause conflicts with a mandatory legal provision, the legal provision applies.

12. Changes to this policy

We may update this policy from time to time and will update the "Last updated" date above on every change. A change applies to payments made after it is published; earlier payments follow the policy in force when they were made.

13. Contact us

For any question about this policy or about a specific invoice, contact us at [email protected] or through our Contact page.